Chapter 4 Troubleshooting

Troubleshooting

Use the following procedure as a guide for computer problems. NOTE: The diagnostic tests are intended to test only Acer products. Non-Acer products, prototype cards, or modified options can give false errors and invalid system responses. 1. Obtain the failing symptoms in as much detail as possible. 2. Verify the symptoms by attempting to re-create the failure by running the diagnostic test or by repeating the same operation. 3. Use the following table with the verified symptom to determine which page to go to.

Symptoms (Verified) Power failure. (The power indicator does not go on or stay on.) POST does not complete. No beep or error codes are indicated. POST detects an error and displayed messages on screen. Go To “Power System Check” on page 79.

“Power-On Self-Test (POST) Error Message” on page 82 “Undetermined Problems” on page 88 “Error Message List” on page 82

The diagnostic test detected an error and displayed a FRU code. “Running PQA Diagnostics Program” on page 50

Other symptoms (i.e. LCD display problems or others). “Power-On Self-Test (POST) Error Message” on page 82

Symptoms cannot be re-created (intermittent problems). Use the customer-reported symptoms and go to “PowerOn Self-Test (POST) Error Message” on page 82 “Intermittent Problems” on page 88 “Undetermined Problems” on page 88

External Diskette Drive Check

Do the following to isolate the problem to a controller, driver, or diskette. A write-enabled, diagnostic diskette is required. NOTE: Make sure that the diskette does not have more than one label attached to it. Multiple labels can cause damage to the drive or cause the drive to fail. Do the following to select the test device. See “Running PQA Diagnostics Program” on page 50 for details. 1. Boot from the diagnostics diskette and start the PQA program (See “Running PQA Diagnostics Program” on page 50). 2. Go to the diagnostic Diskette Drive in the test items. 3. Press F2 in the test items. 4. Follow the instructions in the message window. If an error occurs with the internal diskette drive, reconnect the diskette connector on the main board. If the error still remains: 1. Reconnect the external diskette drive/CD-ROM module. 2. Replace the external diskette drive/CD-ROM module. 3. Replace the main board.

External CD/DVD-ROM Drive Check

Do the following to isolate the problem to a controller, drive, or CD/DVD-ROM. Make sure that the CD/DVDROM does not have any label attached to it. The label can cause damage to the drive or can cause the drive to fail. Do the following to select the test device: 1. Boot from the diagnostics diskette and start the PQA program (refer to “Running PQA Diagnostics

Program” on page 50. 2. Go to the diagnostic CD/DVD-ROM in the test items. 3. Press F2 in the test items. 4. Follow the instructions in the message window. If an error occurs, reconnect the connector on the main board. If the error still remains: 1. Reconnect the external diskette drive/CD/DVD-ROM module. 2. Replace the external diskette drive/CD/DVD-ROM module. 3. Replace the main board.

Remove the external keyboard if the internal keyboard is to be tested. If the internal keyboard does not work or an unexpected character appears, make sure that the flexible cable extending from the keyboard is correctly seated in the connector on the main board. If the keyboard cable connection is correct, run the Keyboard Test. See “Running PQA Diagnostics Program” on page 50 for details. If the tests detect a keyboard problem, do the following one at a time to correct the problem. Do not replace a non-defective FRU: 1. Reconnect the keyboard cables. 2. Replace the keyboard. 3. Replace the main board. The following auxiliary input devices are supported by this computer: ! Numeric keypad ! External keyboard If any of these devices do not work, reconnect the cable connector and repeat the failing operation.

Memory Check

Memory errors might stop system operations, show error messages on the screen, or hang the system. 1. Boot from the diagnostics diskette and start the PQA program (please refer to “Running PQA Diagnostics

Program” on page 50. 2. Go to the diagnostic memory in the test items. 3. Press F2 in the test items.

4. Follow the instructions in the message window. NOTE: Make sure that the DIMM is fully installed into the connector. A loose connection can cause an error.

Power System Check

To verify the symptom of the problem, power on the computer using each of the following power sources: 1. Remove the battery pack. 2. Connect the power adapter and check that power is supplied. 3. Disconnect the power adapter and install the charged battery pack; then check that power is supplied by the battery pack. If you suspect a power problem, see the appropriate power supply check in the following list: ! “Check the Power Adapter” on page 80 ! “Check the Battery Pack” on page 80

Check the Power Adapter

Unplug the power adapter cable from the computer and measure the output voltage at the plug of the power adapter cable. See the following figure

Pin 1: +19 to +20.5V Pin 2: 0V, Ground

1. If the voltage is not correct, replace the power adapter. 2. If the voltage is within the range, do the following: ! Replace the main board. ! If the problem is not corrected, see “Undetermined Problems” on page 88. ! If the voltage is not correct, go to the next step. NOTE: An audible noise from the power adapter does not always indicate a defect. 3. If the power-on indicator does not light up, check the power cord of the power adapter for correct continuity and installation. 4. If the operational charge does not work, see “Check the Battery Pack” on page 80.

Check the Battery Pack

To check the battery pack, do the following: 1. Power off the computer. 2. Remove the battery pack and measure the voltage between battery terminals 1(ground) and 7(BT+). See the following figure

1 2 3 4 5 6 7

3. If the voltage is still less than 7.2 Vdc after recharging, replace the battery. To check the battery charge operation, use a discharged battery pack or a battery pack that has less than 50% of the total power remaining when installed in the computer. If the battery status indicator does not light up, remove the battery pack and let it return to room temperature. Re-install the battery pack. If the charge indicator still does not light up, replace the battery pack. If the charge indicator still does not light up, replace the main board.

If the touchpad doesn’t work, do the following actions one at a time to correct the problem. Do not replace a non-defective FRU:

1. Reconnect the touchpad cables. 2. Replace the touchpad. 3. Replace the main board. After you use the touchpad, the pointer drifts on the screen for a short time. This self-acting pointer movement can occur when a slight, steady pressure is applied to the touchpad pointer. This symptom is not a hardware problem. No service actions are necessary if the pointer movement stops in a short period of time.

The POST error message index lists the error message and their possible causes. The most likely cause is listed first. NOTE: Perform the FRU replacement or actions in the sequence shown in FRU/Action column, if the FRU replacement does not solve the problem, put the original part back in the computer. Do not replace a non-defective FRU.

This index can also help you determine the next possible FRU to be replaced when servicing a computer. If the symptom is not listed, see “Undetermined Problems” on page 88. The following lists the error messages that the BIOS displays on the screen and the error symptoms classified by function. NOTE: Most of the error messages occur during POST. Some of them display information about a hardware device, e.g., the amount of memory installed. Others may indicate a problem with a device, such as the way it has been configured. NOTE: If the system fails after you make changes in the BIOS Setup Utility menus, reset the computer, enter Setup and install Setup defaults or correct the error.

Index of Error Messages

Error Message List

Error Messages

FRU/Action in Sequence Failure Fixed Disk Reconnect hard disk drive connector. “Load Default Settings” in BIOS Setup Utility. Hard disk drive Main Board Stuck Key see “Keyboard or Auxiliary Input Device Check” on page 79 . Keyboard error see “Keyboard or Auxiliary Input Device Check” on page 79. Keyboard Controller Failed see “Keyboard or Auxiliary Input Device Check” on page 79. Keyboard locked - Unlock key switch Unlock external keyboard Monitor type does not match CMOS - Run Setup Run “Load Default Settings” in BIOS Setup Utility. Shadow RAM Failed at offset: nnnn BIOS ROM Main Board System RAM Failed at offset: nnnn DIMM Main Board Extended RAM Failed at offset: nnnn DIMM Main Board

System battery is dead - Replace and run Setup Replace RTC battery and Run BIOS Setup Utility to reconfigure system time, then reboot system.

System CMOS checksum bad - Default configuration used

RTC battery Run BIOS Setup Utility to reconfigure system time, then reboot system. System timer error RTC battery Run BIOS Setup Utility to reconfigure system time, then reboot system. Main Board Real time clock error RTC battery Run BIOS Setup Utility to reconfigure system time, then reboot system. Main Board

Error Messages Previous boot incomplete - Default configuration used FRU/Action in Sequence Run “Load Default Settings” in BIOS Setup Utility. RTC battery Main Board

Memory size found by POST differed from CMOS

Run “Load Default Settings” in BIOS Setup Utility. DIMM Main Board Diskette drive A error Check the drive is defined with the proper diskette type in BIOS Setup Utility See “External Diskette Drive Check” on page 78. Incorrect Drive A type - run SETUP Check the drive is defined with the proper diskette type in BIOS Setup Utility See “External Diskette Drive Check” on page 78. System cache error - Cache disabled Main Board CPU ID: Main Board DMA Test Failed DIMM Main Board Software NMI Failed DIMM Main Board Fail-Safe Timer NMI Failed DIMM Main Board Device Address Conflict Run “Load Default Settings” in BIOS Setup Utility. RTC battery Main Board Allocation Error for device Run “Load Default Settings” in BIOS Setup Utility. RTC battery Main Board Failing Bits: nnnn DIMM BIOS ROM Main Board Fixed Disk n None Invalid System Configuration Data BIOS ROM Main Board I/O device IRQ conflict Run “Load Default Settings” in BIOS Setup Utility. RTC battery Main Board Operating system not found Enter Setup and see if fixed disk and drive A: are properly identified. Diskette drive Hard disk drive Main Board

Error Message List

No beep Error Messages No beep, power-on indicator turns off and LCD is blank.

No beep, power-on indicator turns on and LCD is blank.

No beep, power-on indicator turns on and LCD is blank. But you can see POST on an external CRT.

No beep, power-on indicator turns on and a blinking cursor shown on LCD during POST.

No beep during POST but system runs correctly. FRU/Action in Sequence Power source (battery pack and power adapter). See “Power System Check” on page 79. Ensure every connector is connected tightly and correctly. Reconnect the DIMM. LED board. Main Board.

Power source (battery pack and power adapter). See “Power System Check” on page 79. Reconnect the LCD connector Hard disk drive LCD inverter ID LCD cable LCD Inverter LCD Main Board

Reconnect the LCD connectors. LCD inverter ID LCD cable LCD inverter LCD Main Board Ensure every connector is connected tightly and correctly. Main Board Speaker Main Board

LCD-Related Symptoms

Symptom / Error LCD backlight doesn't work LCD is too dark LCD brightness cannot be adjusted LCD contrast cannot be adjusted

Unreadable LCD screen Missing pels in characters Abnormal screen Wrong color displayed

LCD has extra horizontal or vertical lines displayed. Action in Sequence Enter BIOS Utility to execute “Load Setup Default Settings”, then reboot system. Reconnect the LCD connectors. Keyboard (if contrast and brightness function key doesn't work). LCD inverter ID LCD cable LCD inverter LCD Main Board Reconnect the LCD connector LCD inverter ID LCD cable LCD inverter LCD Main Board LCD inverter ID LCD inverter LCD cable LCD Main Board

Indicator-Related Symptoms

Symptom / Error Indicator incorrectly remains off or on, but system runs correctly Reconnect the inverter board Inverter board Main Board Action in Sequence

Power-Related Symptoms

Symptom / Error Action in Sequence Power shuts down during operation Power source (battery pack and power adapter). See “Power System Check” on page 79. Battery pack Power adapter Hard drive & battery connection board Main Board The system doesn’t power-on. Power source (battery pack and power adapter). See “Power System Check” on page 79. Battery pack Power adapter Hard drive & battery connection board Main Board The system doesn’t power-off. Power source (battery pack and power adapter). See “Power System Check” on page 79. Hold and press the power switch for more than 4 seconds. Main Board Battery can’t be charged See “Check the Battery Pack” on page 80. Battery pack Main Board

PCMCIA/Smart Card-Related Symptoms

Symptom / Error Action in Sequence System cannot detect the PC Card (PCMCIA) PCMCIA/Smart Card slot assembly Main Board System cannot detect the Smart Card Smart Card PCMCIA/Smart Card slot assembly Main Board PCMCIA/Smart Card slot pin is damaged. PCMCIA/Smart Card slot assembly

Memory-Related Symptoms

Symptom / Error Memory count (size) appears different from actual size. Enter BIOS Setup Utility to execute “Load Default Settings, then reboot system. DIMM Main Board Action in Sequence

Speaker-Related Symptoms

Symptom / Error In Windows, multimedia programs, no sound comes from the computer.

Internal speakers make noise or emit no sound. Audio driver Speaker Main Board Speaker Main Board Action in Sequence

Power Management-Related Symptoms

Symptom / Error Action in Sequence The system will not enter hibernation Keyboard (if control is from the keyboard) Hard disk drive Main Board

The system doesn't enter hibernation mode and four short beeps every minute. See “Hibernation Mode” on page 28. Press Fn+F4 and see if the computer enters hibernation mode. Touchpad Keyboard Hard disk connection board Hard disk drive Main Board

The system doesn’t enter standby mode after closing the LCD

The system doesn't resume from hibernation mode.

The system doesn't resume from standby mode after opening the LCD. See “Standby Mode” on page 28. LCD cover switch Main Board See “Hibernation Mode” on page 28. Hard disk connection board Hard disk drive Main Board See “Standby Mode” on page 28. LCD cover switch Main Board

Battery fuel gauge in Windows doesn’t go higher than 90%.

Remove battery pack and let it cool for 2 hours. Refresh battery (continue use battery until power off, then charge battery). Battery pack Main Board System hangs intermittently. See “Thermal and Fan Utility” on page 46. Reconnect hard disk/CD-ROM drives. Hard disk connection board Main Board

Peripheral-Related Symptoms

Symptom / Error Action in Sequence

System configuration does not match the installed devices.

Enter BIOS Setup Utility to execute “Load Default Settings”, then reboot system. Reconnect hard disk/CD-ROM/diskette drives. External display does not work correctly. Press Fn+F5, LCD/CRT/Both display switching See “Running PQA Diagnostics Program” on page 50. Main Board USB does not work correctly See “Running PQA Diagnostics Program” on page 50 Main Board Print problems. Ensure the “Parallel Port” in the “Onboard Devices Configuration” of BIOS Setup Utility is set to Enabled. Onboard Devices Configuration Run printer self-test. Printer driver Printer cable Printer Main Board

Symptom / Error

Action in Sequence Serial or parallel port device problems. Ensure the “Serial Port” in the Devices Configuration” of BIOS Setup Utility is set to Enabled. Device driver Device cable Device Main Board

Keyboard/Touchpad-Related Symptoms

Symptom / Error Action in Sequence Keyboard (one or more keys) does not work. Reconnect the keyboard cable. Keyboard Main Board Touchpad does not work. Reconnect touchpad cable. Touchpad board Main Board

Modem-Related Symptoms

Symptom / Error Internal modem does not work correctly. modem board Main Board Action in Sequence

NOTE: If you cannot find a symptom or an error in this list and the problem remains, see “Undetermined Problems” on page 88.

LAN-Related Symptoms

Symptom / Error Internal LAN does not work correctly. LAN board Main Board Action in Sequence

Wireless LAN-Related Symptoms

Symptom / Error Action in Sequence Internal wireless LAN does not work correctly. right or left antenna kits wireless LAN board Main Board

Intermittent system hang problems can be caused by a variety of reasons that have nothing to do with a hardware defect, such as: cosmic radiation, electrostatic discharge, or software errors. FRU replacement should be considered only when a recurring problem exists. When analyzing an intermittent problem, do the following: 1. Run the advanced diagnostic test for the main board in loop mode at least 10 times. 2. If no error is detected, do not replace any FRU. 3. If any error is detected, replace the FRU. Rerun the test to verify that there are no more errors.

Undetermined Problems

The diagnostic problems does not identify which adapter or device failed, which installed devices are incorrect, whether a short circuit is suspected, or whether the system is inoperative. Follow these procedures to isolate the failing FRU (do not isolate non-defective FRU). NOTE: Verify that all attached devices are supported by the computer. NOTE: Verify that the power supply being used at the time of the failure is operating correctly. (See “Power System Check” on page 79): 1. Power-off the computer. 2. Visually check them for damage. If any problems are found, replace the FRU. 3. Remove or disconnect all of the following devices: ! Non-Acer devices ! Printer, mouse, and other external devices ! Battery pack ! Hard disk drive ! DIMM ! CD-ROM/Floppy diskette drive Module ! PC Cards 4. Power-on the computer. 5. Determine if the problem has changed. 6. If the problem does not recur, reconnect the removed devices one at a time until you find the failing FRU. 7. If the problem remains, replace the following FRU one at a time. Do not replace a non-defective FRU: ! Main Board ! LCD assembly

Index of AFlash BIOS Error Message

Error Message Action in Sequence Hardware Error See “System Diagnostic Diskette” on page 48 VPD Checksum Error Reboot the system and then restart with this diskette. BIOS Update Program Error Turn off the power and restart the system. System Error Make sure this AFlash BIOS diskette for this model. Without AC adapter make sure to connect AC adapter Battery Low make sure to install a highly charged battery, and reboot system.

Error Code Message Action in Sequence 16XXX Backup battery error Backup battery 01XXX CPU or main board error Reload BIOS default setting. Main Board 02XXX Memory error DIMM Main Board 03XXX Keyboard error Reset Keyboard Keyboard Main Board 04XXX Video error Main Board 05XXX Parallel Port error Main Board 06XXX Serial port or main board error Main Board 07XXX Diskette drive error Diskette drive Main Board 08XXX Hard disk error Reload BIOS default setting Hard disk Main Board 09XXX CD-ROM error Reset CD-ROM cable CD-ROM drive Main Board 10XXX Co-processor error Main Board 11XXX Pointing device error Reset Keyboard Keyboard Main Board 12XXX Cache test error Main Board